When you get the chance to kick back and watch a movie the last thing you want to have is a problem with Netflix working. There are several reasons why Netflix may not work properly: in this article, we are going to summarize not only the most common problems and the most widespread malfunction situations but also the solutions that will help you restore service.
Before despairing over Netflix not working or a platform crash, however, we recommend that you check the operating status of the platform.
Check the working status of Netflix
The first essential step you should take is to check if Netflix has running issues. If the Netflix platform is having problems there is nothing you can do to fix it except wait. The first place you can visit to check the status of Netflix in your area is on the official website, specifically the Netflix Help Center page. Of course, you can also check out social — head to Twitter or Instagram and search for the hashtag “Netflix down.” If Netflix has problems in your area rest assured that other users have shared it. In addition, Netflix’s official social pages in various countries are also a reliable source: you can check if a statement about the situation has been shared in the official company profile.
Other websites that can help you figure out if other subscribers are also experiencing Netflix issues in your area are Downdetector and IsItDownRightNow. If, after doing the appropriate checks on social networks and on the sites that we have recommended, you do not detect any difficulties concerning the platform, then it is likely that the catch to solve is yours. So here are the actions you can take to try and fix your Netflix issues.
The Netflix app keeps crashing
It’s happened to all of us: One of your favorite apps suddenly starts crashing every time you try to use it. After the initial panic, you can take a few steps to correct the problem but a lot depends on the device you are using. Smartphone users should start by trying to force stop the Netflix app. If the problem persists, try turning your phone off and on again and if after all these steps it still doesn’t work, you will need to delete the app and reinstall it. The same methodology applies if you’re using a tablet or set-top streaming box.
If you’re using Netflix on your smart TV, you may not be able to delete the app. However, try logging out of the app, clearing your TV’s cache, and then logging back in. If you’re using Netflix on a PC browser, however, try closing the browser, clearing the cache, and then reopening Netflix. Subscribers using the Netflix app on Windows can try disabling their antivirus software, this is because some security suites interfere with the service.
See Error 12001 Message on Netflix App (Android)
Many Android users complain that they see error code 12001 when they want to use the Netflix app on their devices. This problem happens to both smartphones and tablets. Error code 12001 is caused by failed update – you will need to update the data to get the Netflix app working again. But how do they update? To do this you must first clear the existing data like this:
- Touch and hold the Netflix app icon and then click App info.
- Touch Storage & Cache > Clear Storage > OK.
- Start Netflix and try again.
Be aware that clearing the Netflix app data will not only remove all TV shows and movies downloaded to your device but will also sign you out of your account.
You cannot download content from the Netflix app
Since 2016, Netflix has been offering users the ability to download content to watch offline. This means you can download TV shows and movies to your device before a long plane ride or if you know you’re traveling in an area with poor internet coverage. Unfortunately, this feature isn’t always that reliable. If you’re having trouble downloading content, there are a few steps you can take.
First, if you’re using a jailbroken iPhone or rooted Android device you can forget about downloading content – it won’t work. Once this is done, make sure you’re running at least Android 4.4.2 or iOS 8, have the most up-to-date version of the Netflix app and have enough storage space on your device. Once you’ve made sure you’re meeting all of these parameters, try deleting and reinstalling Netflix on your phone or tablet.
See Error 1012 Message on Netflix App (iOS)
Error 1012 is limited to iOS users only and indicates a network connectivity issue that is preventing your device from reaching the Netflix servers. To try to resolve the situation, you can perform a few simple procedures. For example, first, try restarting the app but if it still doesn’t work we recommend restarting your home network.
If none of these solutions help you will need to reset the Netflix app to update any outdated data stored in the device. To do this follow these steps:
- From the home screen, select Settings.
- Scroll down until you find the Netflix app.
- Click on Netflix.
- Slide the reset switch to the On position.
Once done, the problem should be solved, but keep the platform access credentials handy because you will have to enter them again to access the services. Also, restoring the app deletes all downloaded content on your device.
You see a black screen on your desktop
Want to use Netflix on a Windows PC or macOS but experience a black screen when trying to play a video? This problem could have four main causes:
- Antivirus: Some antivirus suites don’t work well with Netflix. Try temporarily disabling the security software you’re using to see if Netflix works.
- Cookies: try deleting your browser’s cookies. The exact instructions for doing this will vary based on the browser you use, but you’ll typically find the option in the Preferences > Security & Privacy menu.
- Silverlight: Microsoft decided to retire Silverlight several years ago (although plug-ins are still available for some browsers) but if this is still installed on your system, it may prevent the video from playing. For this reason, try to uninstall it.
- Driver: Make sure the graphics driver on your PC is up to date. If not, check and update all of your PC’s drivers.
If after excluding all these factors you still see a black screen try using a different browser or disabling any plug-ins you are using. If these attempts also fail then try contacting Netflix support.
Too many users watch Netflix at the same time
Netflix offers tariff plans at different costs and with different features. The Basic plan lets you watch Netflix on only one supported device at a time, the Standard plan on two, and the Premium plan on four. If you see a message that says “Your Netflix account is being used on other (number) devices. Please stop playing on other devices to continue”, this means that more people than allowed want to use your subscription. Be careful because there are more and more hackers who steal Netflix users’ passwords and exploit their accounts for free. If you see any suspicious activity, you can terminate all existing sessions by opening Netflix on your browser and going to Account > Settings > Sign out of all devices.
For a less radical solution, you can always check who’s using your Netflix account by going to Account > Settings > Recent Streaming Activity. The list will help you identify which users are online so you can check if they are your family or if someone outside is exploiting your subscription. Note that you can always see how many simultaneous devices your current plan allows by going to Account > Plan Details.
You cannot access Netflix
If you try to use Netflix but cannot access the platform then there are several things you can do.
- Connect another device to the same network or Wi-Fi as the affected device.
- Open a web browser and go to netflix.com/clearcookies.
- At the top right, click Sign In.
- Enter your Netflix account credentials.
If you’re getting error code NSEZ-403, it means your account can’t connect to the Netflix service right now. At this point, all you can do is try again later or contact Customer Service.
If you don’t see an error message but still can’t access the platform then you need to proceed differently. First, check that you haven’t received an email from Netflix. Often, in fact, if Netflix detects suspicious access behavior to your account, it will block it as a precaution and send you an email advising you to create a new password. This happens because as we said before there are more and more hackers trying to steal Netflix accounts and the platform wants to protect its subscribers. If you notice that you have received an email from Netflix, follow the instructions given to reset your account.
If you’re having trouble logging in because you can’t remember your password, you can always reset it. From your browser, go to netflix.com/loginhelp and follow these steps:
- Select Email.
- Enter your email address and select Email me.
- Follow the steps in the email to reset your password
- In the future, to avoid these problems you could use a password manager that allows you to manage all your credentials with ease.
Netflix won’t load
What can you do if Netflix won’t load? Sometimes it can happen that you want to watch a movie on Netflix but you are faced with a rotating red circle, what is the solution in this case? First, you can open your browser and go to fast.com to test your internet speed and connection directly for Netflix. If there are no connection problems, here are other actions you can take:
- Close the Netflix app and restart it.
- Restart your device.
- Log out of your Netflix account and log back in.
- Restart your router.
- Update the Netflix app.
- Sign out of Netflix on all your devices.
- Reinstall the Netflix app.
- Use a VPN to bypass ISP throttling.
Netflix doesn’t work on your Smart TV
The Netflix app built into some smart TVs is known to be less reliable than the desktop and mobile versions. More often than not, this is due to deficiencies in the TV’s internal hardware rather than a problem with Netflix itself. In particular, Samsung smart TVs are the ones that experience the most problems since they run the internal Linux-based Tizen OS rather than Roku OS or Android TV.
If Netflix isn’t working on your Samsung smart TV, there are a few things you can try. First, unplug your TV, wait 30 seconds, and then plug it back in. You can try disabling Samsung Instant On later – some users have found the feature to interfere with installed apps, including Netflix. If all these attempts fail try performing a factory reset from the TV settings menu. Be careful as you will lose all settings and data by doing so, so only use this as a last resort.
If you have a TV from another brand and you have difficulty logging in, here’s what you can try to do via your smartphone or PC:
- Open the Netflix app on your TV and choose Sign In.
- Before entering your Netflix email and password, choose Sign in from the web. If you don’t see the option, you need to sign in using your remote.
- From your computer, open a web browser and visit netflix.com/tv8.
- Enter the passcode shown on the TV screen and then tap Continue. You may be asked to enter your Netflix credentials
- Tap Start Watching and your TV will be signed in.
The Netflix “Unexpected Error” message
One of the most common Netflix problems is the message “An unexpected error has occurred. Please reload the page and try again.” This indicates the need to update some information stored in the browser. If after refreshing the page the message is still there, we recommend that you close your browser and restart Netflix. If it happens on your phone, force close the app and restart it. Before reopening the browser you should delete images and files from the cache, and delete cookies and browser history. This should fix any problems.
If, on the other hand, you want to watch a movie but you happen to see the Netflix message: “An error has occurred. Please try again later”. In this case, there is nothing you can do but contact Netflix Customer Service.
Based on our experience these are the most common problems people encounter when using Netflix. We hope you find this guide helpful in troubleshooting any issues and hope you get back to watching your favorite shows soon. Remember that if you are unable to solve the problem using these solutions, you can always contact Netflix Customer Service which is available in Italian both by phone and via chat.